If your agents aren’t using the right tools, they’re bound to get frustrated. Over 20 percent of contact center leaders say the effort associated with using contact center tools (CRM, knowledge, dashboards) has the biggest impact on their agents’ experience. So what can you do to make your agent experiences—and your customer experiences—great? Work with CSG.
Put all the information agents need at their fingertips with our customer service solutions. Let agents access account and billing information from a single interface, so they can find the answers customers need faster and take action. Decrease average handle time by routing issues and tasks to the next available agent. Agents can classify issues based on the type of customer concern, the reason why customers are reaching out, and more for better reporting and analysis.